GoodTimes Magazine - GoodLife Fitness

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A Messagefrom Patch“Be the change you want to seein the world”– GhandiCongratulations GoodLifeAssociates on 30 amazing years!Celebrating our 30th anniversary is atremendous accomplishment. There are very feworganizations world-wide that can boast 30 consecutiveyears of growth and progress.I want to take this opportunity to thank each one of you forthe integral role you have played in helping us reach thismilestone.Thank you! You are all 10s! Your dedication to ourmembers and commitment to living the good life has firmlyestablished our organization as a world-wide leader in therealm of fitness, health and well-being.Thirty years ago, with the support of my mother Dorothyand soon after Jane Riddell, I decided to start what wouldbecome GoodLife Fitness. GoodLife is so much more than thefitness equipment and bricks and mortar that make upour clubs.GoodLife is the vision and commitment to helping ourmembers reach their own potential and lead happy, fit andfull lives.Starting from one club in 1979 to becoming the largestfitness company in Canada with 170 clubs, we havetravelled many miles in the last 30 years. It is with greatpride and happiness that we celebrate our 30th Anniversary!30 years + 170 clubs = countlessnumbers of lives changed!Take time to reflect and celebrate this achievement! Partiestook place across the country on April 21st at every club!I know that you enjoyed the chance to celebrate 30 years ofchanging lives with fellow Associates and Members! - SayYES to changing lives and going above and beyond. I lookforward to 30 more years of success!With GoodLife, the possibilities are endless! Manyopportunities exist across Canada for you to grow in yourcareer. Now, reach out and grab hold of those opportunities;your success is in YOUR hands.Remember, you are the REAL Smart, Sexy and Strong – youare the ones that make the difference in our member’s livesevery day.Yours in health and fitness,PatchPage 1Spring/Summer 2009
Why Milton Main Street is successful with theMember Save ProgramTop saves in the companyMarch 2009At our club we have ALL reframed our thinking aboutcancellations; the first being that we don’t call them that, wecall them “Member Save”.The Customer ServiceRepresentatives havebeen empowered with thisinformation – “The reasonwe need to book yourappointment to cancel yourmembership is because it’simperative that we havecurrent information in yourfile before you leave us. Youalso want to know when thelast payment will come outof your account and sign off,approving cancellation.”This dialogue helps tobuild the Customer ServiceRepresentatives confidence asthe front line worker.Customer ServiceRepresentatives also knowwhen they come in for theirshift to pull these files, printoff the appropriate information on CARE and member saveform in the file as well. The fact that we are organized andready when they do come in shows respect.Myself and the General Manager Tamara complete 90% ofthe Member Saves.When I sit down with a member, I don’t even talk aboutthe fact that they want to cancel, I start building rapportimmediately and always use the 5 building blocks to success.I will look at their fitness planner and if it’s done correctly.By examining the fitness planner, I am able to understanda bit more about the member which gives me something tobuild on.I do not talk about their previous goals but eventually getaround to what they liked best when they did come into theclub. “Cardio, you say? Did you know that the reason weare the number one fitness club in Canada is because weare constantly doing market research to help our membersbe successful. This includes a new orientation to teachour members several different methods to use our cardiomachines!” And I always end with “isn’t that awesome?”I also tell them how we have improved our service toour current members by asking them to take more fit-fixorientations to check on their form and style. I then mentionthe stretching orientation as well.I ask them what they wouldsay their number one fitnessgoal is right now and alwaysgive them three choices e.g.increase energy, trim andtone, lose weight for spring.Of course I don’t forget theclasses. By this point I ambeyond excited about thenew classes and which onesI want to get her back into inorder to achieve those goals,especially at this time of year.I always talk about theimportance of women like usdoing weight training to helpprevent osteoporosis, strokeand diabetes.At that point I don’t givethem a choice, just whattime would be good to get them back in and re-oriented tothe club, write it out on an appointment slip so they have arecord and tell them that I will meet them here for their firstBodyPump classs.Of course the excitement and enthusiasm that we display isimperative and contagious!I always introduce the member to the Customer ServiceRepresentative to begin building an immediate relationship.This allows the Customer Service Representative to put a faceto a name in order to give a world class meet and greet!From there the member becomes a fragile egg all overagain, they are put into the service call box and receive the24 hour, 7 day, 21 day and 45 day service calls to ensurethat they are set up to win this time around!!!Lori ChapmanMember Care ManagerPage 2Spring/Summer 2009
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Page 8 and 9: AwardsGala 2009TORONTO,Saturday Aug
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Page 14 and 15: Introducing GoodLife’s ‘People
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GoodTimes Magazine - GoodLife Fitness

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